GeologieReviews of geologie.com

Response from GeologieDec 27, 2022

Thanks for sharing this, Jason, and we appreciate your patience while we experience longer than normal holiday shipping delays. It looks like your order is set to be delivered shortly, so continue to follow along with the tracking info our team shard for additional updates. Our team has seen delivery times balloon to much longer than normal this holiday season, which has been frustrating for us and for our customers. Our support and logistics teams have been working closely with our carriers to get to the bottom of every delayed shipment for our customers and have been happy to keep in touch with you on yours. We're also always looking to improve the customer experience, which includes how our orders are shipped. We routinely conduct tests between carriers to compare turnaround times and find that, outside of peak shipping season, our average turnaround time is quite competitive. We'll be conducting another round of tests early this coming year, though, and if any services prove faster than our current options and would provide our customers a better experience, we'd certainly pursue those. Thanks again for sharing this feedback and don't hesitate to follow up with our CS team on the ongoing thread we have with you if there's anything else we can help with.

Response from GeologieDec 22, 2022

Appreciate you sharing this feedback, Stephen. Our support staff and success manager have been happy to assist you and make sure you're on the best path forward towards clear, healthy skin. We're staffed with skincare experts who are always happy to lend a hand whenever issues arise with a regimen. Many folks encounter a transition period when adjusting to a new skincare routine that can include breakouts, dryness and irritation. This passes fairly quickly as your skin gets accustomed to the new active ingredients, and our team is equipped to provide application adjustment guidance or even recommend a potential formula swap if we have something on-hand that could be better suited for your skin's needs. We unfortunately were not contacted about any issues with your regimen until after your first full-size order with us began processing, and when we inquired further with a couple questions that would help us provide a solution, those were overlooked. All of our memberships are opt-in and require explicit consent from the customer, and preferences can be adjusted at any time from the account page if needed. We're also very clear about our cancellation and return policies and include those in our diagnostic results, in order confirmation email and they're accessible publicly in our FAQ's. Thanks again for sharing your feedback, Stephen, and please don't hesitate to respond to our CSM's follow-up so we can make sure you're taken care of.

Response from GeologieDec 22, 2022

Thanks for the review, Rachdi! All of our memberships are opt-in and require explicit consent from a customer in order for recurring purchases to occur. We communicate that information transparently before, during and after purchase of a trial order, including ongoing costs and when the next order date will be. Stopping usage of a membership order unfortunately does not also cancel the membership; that can be done at anytime from within the account. Our team has been responsive and just awaiting a reply from you to see how else we can ensure you're taken care of. They'll look forward to hearing back from you!

Response from GeologieDec 13, 2022

Thanks for sharing about your experience, Sarah! We're happy to help. It looks like our customer success manager responded to your email the other day and is just waiting to hear back from you to see how we can walk you through this initial irritation. Many folks encounter a transition period when adjusting to a new skincare routine that can include breakouts, dryness and irritation. This passes fairly quickly as your skin gets accustomed to the new active ingredients, and our team is equipped to provide application adjustment guidance or even recommend a potential formula swap if we have something on-hand that could be better suited for your skin's needs. Always happy to send out what we call an "alternate regimen demo" of a trial-sized product at no cost if we think it can get you back on track. Don't hesitate to follow up with our CSM on the thread you have going so we can assist further here!

Response from GeologieDec 7, 2022

Hey Michael. Appreciate your review. It sounds like both of our customer success leads have been working with you on your order and indeed provided a courtesy refund for you in addition to adding some rewards points to your account with us prior to you leaving your review. We're seeing longer than normal transit times currently, as this is a peak e-commerce ordering season, between the Thanksgiving and Christmas holidays. Our leads are keeping an eye on your order, though, and have confirmed that it is indeed showing updates on its way to you. Apologies if any of our team's initial correspondence didn't clearly communicate the issue or properly set expectations and next steps. We'll look forward to getting you taken care of, you receiving your order and the regimen working out well for you!

Response from GeologieDec 7, 2022

Appreciate you sharing this feedback, Montel. Our support team is staffed with skincare experts who are always happy to lend a hand whenever issues arise with a regimen. Many folks encounter a transition period when adjusting to a new skincare routine that can include breakouts, dryness and irritation. This passes fairly quickly as your skin gets accustomed to the new active ingredients, and our team is equipped to provide application adjustment guidance or even recommend a potential formula swap if we have something on-hand that could be better suited for your skin's needs. We unfortunately were not contacted about any issues over the course of your three-month regimen to be able to assist with that, and when contacted after the latest order began processing, it did not seem that you were interested in addressing or resolving those issues. Both you, personally, and our team confirmed that the subscription was not canceled prior to order placement. All of our memberships are opt-in and require explicit consent from the customer, and preferences can be adjusted at any time from the account page if needed. We're also very clear about our return policies and include those in our diagnostic results, in order confirmation email and they're accessible publicly in our FAQ's. We do not restock or resend previously shipped orders so that all our regimens and products are delivered straight from us to our customers. We fully stand by the efficacy of our products and the results they provide, and are happy to work one-on-one with anyone who doesn't get there as quickly as others. Results require consistency, though, and a willingness to be helped. Best wishes, and give us a shout if we can help with anything else.

Response from GeologieDec 2, 2022

Hey Ronald. Thanks for your review here. It sounds like our CSM has reached out to assist personally but unfortunately hasn't gotten any response back over the past few days. We're happy to get you taken care of and address any concerns if you want to keep the conversation going. We inform customers about recurring order details ahead of any applicable purchase during our diagnostic results, in a few places on our checkout page, and again via email confirmation after order placement. Membership preferences can be updated at any time from the account page, though, and we have a robust series of FAQ pages to walk you through any changes you might need to make prior to an order processing. Next order date is always visible there if a delay or skip is needed. Our support team is also more than happy to assist with necessary changes from our side. We are not able to cancel a personalized regimen order once it begins processing, nor are we able to accept a return of one. To uphold our commitment to efficacy and quality products, we do not restock or reship orders. These policies are public in our FAQ's and also addressed elsewhere in the purchasing journey for transparency. Please don't hesitate to follow up with our CSM if we can lend a hand with any irritation you may have encountered during the trial. That's not out of the ordinary when getting started with a new skincare regimen, and we're happy to provide guidance to get you over the hump and on to great, clear skin.